Customer Experience Specialist

HYPR is mission focused on one of the internet’s widest scale problems in cybersecurity: Fixing the way the world logs in. As we have proven the benefits of Passwordless Authentication for tens of millions of consumers and workforce identities, HYPR is actively focused on becoming the household name businesses trust for authentication across the enterprise & SMB segments. 

HYPR Corp, the leader in True Passwordless authentication is currently seeking a solution driven, customer focused, Customer Experience Specialist to join our growing team.

This role requires a multifaceted individual who can ensure a successful customer relationship throughout the customer journey.  The role demands an objective oriented specialist that understands what it means to deliver a quality experience to our customers across complex and shifting environments. HYPR offers the chance to work with a variety of stakeholders and determine mutual success, which enables the chance for tremendous growth. 

Demonstrated experience in collaborative communication environments with both internal and external teams is critical. The Customer Experience Specialist will be directly responsible for ensuring that HYPR is successfully deployed, adopted, expanded, and renewed throughout the customer lifecycle.. This requires an expert at gaining consensus, setting expectations, evaluating resources, and defining boundaries that are agreed to, monitored and supported. Driving measured success is paramount in delivering an amazing experience to our customers.

• Manage On-boarding for Assigned Accounts: Ensure that customers are seamlessly onboarded, understand the platform's core features, and are set up for success from the beginning.
• Facilitate On-boarding Across All Accounts: Work closely with the wider team to standardize on-boarding processes and ensure every customer has a consistent and positive initiation experience.
• Prepare Relevant Content and Systems: Manage the initial customer profile facilitated between all on-boarding teams involved.
• Facilitate Introductions with Supporting Teams: Act as the liaison between customers and other internal teams, such as Architecture and Support.

• Quarterly Engagement with Customers: Proactively reach out to assigned accounts every quarter to assess satisfaction, address concerns, and provide any necessary assistance.
• Provide Product Updates at Scale: Keep customers informed about new features, updates, or changes in the platform, ensuring they utilize the full potential of our offering.
• Engage with Customers on Webinar Attendance: Encourage and facilitate customer attendance to relevant webinars, ensuring they are continually learning and staying updated.

• Manage Renewals with Assigned Accounts: Ensure timely renewals by identifying potential churn risks and working with accounts to address any issues or concerns.
• Introduce New Products to Customers: Actively inform and educate customers about any new products or features that can enhance their experience and usage.
• Upsell Additional Products and Licenses: Monitor account usage and approach customers who are consistently over their limit with upsell opportunities, ensuring they always have access to the resources they need.

• Bachelor's degree and 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Experience working with senior and executive level customer contacts
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Excellent multitasking and project management skills
• Understanding of Internet and web applications with a desire to learn new technologies
• Ability to understand, articulate, and educate clients on HYPR technologies
• Must possess a proven understanding of SaaS; prior experience in SaaS solutions preferred
• Well-organized, with a high attention to detail and ability to prioritize
• Experience with CS software and Salesforce a plus

Note:

H1B/Visa support is not currently available for this specific position.

HYPR is an Equal Opportunity Employer.

Base Salary: $50,000 - $70,000

Our salary ranges are based on paying competitively for our size and industry, and are one part of our total compensation package that also includes equity, benefits, and other opportunities at HYPR. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to other HYPRions. We expect the majority of the candidates who are offered roles at HYPR to fall healthily throughout the range based on these factors